Field Support Technician
Company: St. Luke's University Health Network
Location: Allentown
Posted on: January 11, 2021
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Job Description:
St. Luke's is proud of the skills, experience and compassion of
its employees. The employees of St. Luke's are our most valuable
asset Individually and together, our employees are dedicated to
satisfying the mission of our organization which is an unwavering
commitment to excellence as we care for the sick and injured;
educate physicians, nurses and other health care providers; and
improve access to care in the communities we serve, regardless of a
patient's ability to pay for health care. The Field Support
Technician is a Tier-1 member of the Customer Support Team with the
Information Technology Department. The position is intended as an
entry-level IT role incorporating service responsibilities and
assignments that expose and build experiences and skills of
employees across the various IT technical support fields. This
position requires excellent customer service skills, a strong
technical aptitude and drive, combined with general knowledge and
experience in computer and/or telecommunications/phone related
support; electrical/data/phone cabling experience in construction
environments and/or related education/training in computer or
telecommunications related technologies. The Field Support
Technician will be assigned to one of the IT Departments---
Technical Services Teams responsible for providing operational
maintenance and project support functions for the organization.
He/She will participate on Team Support assignments across a range
of service functions. This may include but is not limited to,
general support related to Data/Voice cable plant installations; PC
Desktops; LAN connectivity; device and equipment
refresh/replacement; Phone devices and systems; Customer/User and
department MACs (Move/Adds/Changes) and various project work.
He/She will perform service tasks related to cable terminations and
certifications, routine equipment/device repair and replacement,
configuration/set up, Help Desk and user administration
services/documentation, inventory upkeep, firmware updates,
software maintenance, security related protections as well as
assisting with problem resolution as it relates to St. Luke's
Hospital and Health Network Information Technology Systems and
Network Support. The Field Support Technician ensures continuity by
coordinating support tasks through a Team Leader, under the
direction of a Manager. He/She is expected to follow service
related best practices with timely updates of assigned work
activities in the Help Desk, Change Management and TASK-Project
Management systems. The Field Support Technician expected work
schedule covers primary business hours with periodic non-business
hour work (i.e. early mornings, evenings, nights) flexed to meet
Health Care Customer service demands. This includes participation
in On Call Support rotation under the IT Department---s Incident
Management program. JOB DUTIES AND RESPONSIBILITIES: Takes
direction, functions well as part of a team, sharing workload and
taking guidance on support functions from team leaders and
management. Performs hardware/software installations,
upgrades/repairs and follows on work activities. Troubleshoots,
researches and solves technically challenging problems.
Generates/updates appropriate documentation as per policy and
procedure. Including related configurations, inventory
administration, processes and service records. Proactively
communicates services, changes and procedures with customers and
teams. Performs technical services related to various technology
support functions (i.e. Cable installation, termination testing &
certification performing cable installation, PC/Printer
hardware/software installation, upgrades, replacement and repair ).
Makes technical modifications under Change Management Program
guidelines, prior to release into a production environment.
Generates timely and accurate updates to Work Order
Dispatch/tracking Applications. Creates appropriate documentation
as per policy and procedure, including equipment configurations,
mapping, inventory, processes and service records. Creates/routes
reports as required by management and regulatory agencies.
Maintains current knowledge of technology by attending appropriate
continuing education training/seminars and reading related
periodicals. Rotates periodically with Incident Management 24x7
hospital On Call support team. PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to 7 hours per day, 4 hours at a time; standing for
up to 7 hours per day, 4 hours at a time; walking for up to 2 hours
a day, 1 hour at a time. Requires crouching, kneeling, and lifting
of objects weighing up to 60 pounds, pushing objects weighing up to
80 pounds. Requires hand and finger dexterity to perform repairs of
small equipment and to use computer equipment. Seeing as it relates
to general, near, color, and peripheral vision. Hearing as it
relates to normal and telephone conversations. EDUCATION:
Military/Vocational Technical Training and Certification and/or
related Associates Degree in Electrical engineering - Fiber
Optics/Low Voltage -Wire System Management (or related field) or
equivalent work experience is preferred. TRAINING AND EXPERIENCE:
On to two (1 --- 2) years of technical service and support
experience in one of the following areas: PC -Desktop/Applications;
Phone-Telecommunications/cable installation/Electrical is
preferred. Application and Operating System Experience: Working
knowledge with MS Office 2000-2007 Products are preferred.
Microsoft XP --- 2007 Operating System & driver maintenance
experience is preferred. Hardware Experience: Data/Voice Cable
installation/termination and certification experience is preferred.
Electronic equipment set up; PC and Phone repair experience is
preferred. Please complete your application using your full legal
name and current home address. Be sure to include employment
history for the past seven (7) years, including your present
employer. Additionally, you are encouraged to upload a current
resume, including all work history, education, and/or
certifications and licenses, if applicable. It is highly
recommended that you create a profile at the conclusion of
submitting your first application. Thank you for your interest in
St. Luke's St. Luke's University Health Network is an Equal
Opportunity Employer.
Keywords: St. Luke's University Health Network, Allentown , Field Support Technician, Professions , Allentown, Pennsylvania
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